Joshua Cox
Hopkinsville,Kentucky
Summary
Experienced with diagnosing and resolving hardware and software issues. Utilizes effective communication to explain technical solutions to users. Knowledge of helpdesk management and customer support processes, ensuring efficient and satisfactory problem resolution. Professional with demonstrated expertise in IT support, adept at diagnosing and resolving technical issues efficiently. Strong focus on team collaboration and delivering results, adaptable to changing needs. Skilled in troubleshooting, customer service, and system maintenance, ensuring optimal user experience. Recognized for reliability and effective communication in high-pressure environments.
Overview
2026
2026
years of professional experience
2023
2023
years of post-secondary education
Work History
Computer Helpdesk Technician
Planters Bank
1312 S Main St. Hopkinsville, Ky
09 2022 - Current
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Ensured smooth transitions during employee offboarding by securely wiping data from company devices according to established guidelines.
- Supported company-wide software rollouts by preparing systems, providing training materials, and offering post-implementation assistance as needed.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Assisted in the onboarding process for new employees by providing thorough training on company software applications and hardware equipment.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Improved user experience by conducting regular maintenance tasks such as software updates, virus scans, and performance optimizations.
- Created detailed documentation outlining step-by-step procedures for common troubleshooting tasks, increasing first-contact resolution rates.
- Reduced downtime for end-users by promptly addressing hardware failures and performing necessary repairs or replacements.
- Collaborated with IT team members to identify trends and develop proactive solutions for recurring problems.
- Served as a liaison between the IT department and end-users, fostering positive relationships through effective communication about technology-related concerns.
Unit Supply Specialist
Department Of Defence
Fort campbell, ky
05 2012 - 03 2022
- Enhanced inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Completed regular inventory counts of equipment on book for unit.
- Managed the issuance and receipt of supplies, ensuring accurate record-keeping and accountability.
- Coordinated transportation logistics for the movement of supplies between units or locations as needed.
- Maintained records of supply transactions for accuracy and tracking.
- Evaluated unit supply requirements and coordinated timely replenishment.
Data Analyst
Alorica
Palatka, FL
05 2006 - 04 2012
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Utilized data visualization tools to effectively communicate business insights.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Analyzed and developed service goals for in-bound call center.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
- Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Maximized use of hardware and software by training users and interpreting instructions.
Education
Bachelors - Cybersecurity
American Military University
02.2023
Associates - Computer Science
American Military University
07.2020
Masters - Information Technology
American Military University
2025
Skills
- Microsoft Office Specialist (MOS) Expert
- TCP/IP
- Windows 10
- Customer service expert
- Technical Support
- Technical issues analysis
- Application support
- User credential management
- Network diagnostics
- Microsoft Outlook
- Issue troubleshooting
- Ticket support system management
- PC component diagnostics
- Desktop support
- Wide-area Networks
Timeline
Computer Helpdesk Technician
Planters Bank
09 2022 - Current
Unit Supply Specialist
Department Of Defence
05 2012 - 03 2022
Data Analyst
Alorica
05 2006 - 04 2012
Bachelors - Cybersecurity
American Military University
Associates - Computer Science
American Military University
Masters - Information Technology
American Military University